Work experience

PRODUCTBOARD | Content specialist
SEP 2021 – Present

  • Productboard is the leading product excellence system, helping product teams get the right products to market, faster. Over 2,000 modern, customer-driven companies – like Zendesk, UiPath, Avast, and Envoy use Productboard to understand what users need, prioritize what to build next, and rally everyone around their roadmap.

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Zendesk | Instructional Designer
Mar 2019 – Present

  • Designing, developing and updating live and on-demand training on training.zendesk.com for Zendesk customers using Messaging and the Zendesk developer platform.

  • Managing the training projects from start to finish. This included scoping the project, setting deadlines, and working with several stakeholders to ensure we were on track with the training delivery.

  • Producing overview videos in Camtasia for Zendesk customers to show them how Zendesk can help them achieve their business goals.

  • Sourcing and partnering with Subject matter experts (SMEs) and UX researchers to understand customers' needs and personas, knowledge gaps, and how they use Zendesk products.

  • Collaborating with Program Managers to monitor the roadmap for my assigned products to identify proactively when courses need updates or revisions.

  • Working with the marketing team to ensure the training content created is in line with the company vision, goals, and branding.

  • Analyzing customer data and trends to identify where there is a need for training.

  • Keeping the delivery team up to date on upcoming features that have an impact on the courses I developed.

  • Implementing feedback from the training team to improve the training experience.

  • Developing an internal Wiki for new hires and other team members to find all our processes and useful tips and guidelines, this made the onboarding process smoother for new team members.

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Zendesk | Senior Technical Support Engineer
Aug 2015 – Mar 2019


• Helping customers via email, chat, screen shares, phone, and in the community.
• Creating troubleshooting articles (on support.zendesk.com) to boost self-service and empower Zendesk customers.
• Triaging tickets to the appropriate teams based on their topic or severity.
• Tracking known issues to let the customers know when they were resolved.
• Flagging outdated articles in Zendesk help center.
• Developing and delivering internal training for new hires and other team members globally in my areas of expertise: Social Media Integrations and Mobile SDKs.
• Collaborating with Product managers in all regions to keep track of product changes and roadmap.
• Creating issues in Github for the Mobile SDK team to review.
• Working closely with the engineering team to debug existing issues or tracking new ones.
• Escalating issues to Support Architects should it require further troubleshooting or to file bugs.
• Working as an Incident Lead with our operations engineers during system outages to promptly communicate the incident status on social media platforms and emails.
• Searching through logs using UNIX commands and Kibana.

• Product Champion: Social media integrations, Mobile SDKs, and mobile apps
Awarded Advocate of the Year
• Global point of contact in advocacy for the Mobile SDKs.
• Attended Relate Live New York with the Professional Services team to help our customers find the right Zendesk solution for their business.

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Squarespace
Customer Care Advisor - Level 2
Aug 2015 – Jul 2016

• Helping customers, via chat and email, setting up their site with Squarespace
• Spotted templates & system bugs, and reported them to the appropriate team.
• Tracking issues in JIIRA to let customers know when they were resolved, or provide them with an ETA when available.
• Mentoring new hires.
• Held a presentation to my team on how to organize and optimize workflow to increase productivity.

 
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🇮🇹 Based in rome

SKILLS

INSTRUCTIONAL DESIGN | UX | TECHNICAL WRITING | PROJECT MANAGEMENT | RESEARCH | VIDEO PRODUCTION | POST PRODUCTION | PROBLEM-SOLVING | ADULT LEARNING |GRAPHIC DESIGN | SCRIPTING | TEAMWORK

SOFTWARE

ADOBE SUITE (PHOTOSHOP / ILLUSTRATOR / INDESIGN / AUDITION AND LIGHTROOM) | CAMTASIA | FIGMA | APPLE KEYNOTE | MICROSOFT OFFICE

TOOLS

ZOOM | SLACK | PRODUCTBOARD | MIRO | DATADOG | KIBANA | CONFLUENCE | TRELLO | GOOGLE SUITE | ASANA